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Terms and Conditions

Terms and Conditions

The Nitty Gritty

General:

  • Don’t worry, we’ve got your back! You choose the perfect gift and we’ll do the math! All our prices are already inclusive of VAT. However, a delivery fee will be added on during checkout.
  • Nothing lasts forever, not even a good deal! So, all of our prices are subject to change and are valid while stocks last.
  • Even though our florists and hamper team select and prepare only the freshest flowers and edible items available, delivered products may vary slightly in appearance when compared to images on the website. This is due to the nature of the product.
  • While we do substitute items in a gift very rarely, we reserve the right to make these substitutions without notifying the customer, unless the substitutions are significant. In these cases, we will attempt to contact you. All substitutions are of equal or greater value and look as similar as possible to the product displayed on the website.
  • If our floral or gift creation didn’t tick all the right boxes and you or that special someone are not 100% satisfied, let our customer service team know within 48 hours. We will gladly collect and replace it at our expense, or collect it and provide you with a refund.
  • If the gift is still in its original condition and we have stock of something else which your special someone would prefer, we’ll happily exchange it for them. However, please note that we may have to charge a collection, handling and re-delivery fee.
  • No one’s perfect and sometimes mistakes happen. If you receive a product that is different from the one you ordered or if you’d like to return it, let us know within 48 hours of receiving it. We’ll make arrangements for the item(s) to be returned to us and for the correct product to be delivered to you ASAP. If the incorrect product is delivered to you, do not remove the product from its original packaging, tamper with or use the product in any way. If the product is tampered with or used in any way and is not in the tip-top condition that we delivered it in, you will be liable for a 15% handling fee plus delivery.
  • If the gift received seems to be going through some technical difficulty, we need to be notified within 48 hours of receiving it and we’ll arrange for the faulty item to be returned to us for testing. If no bugs or faults are found, the product will be returned back to you, at your cost. If the item is found to be full of gremlins and there is a problem, depending on the fault and the supplier, we will offer you a replacement or a repair. Visit our product guarantees page for more info.
  • Customers receive a 6-month warranty for our desk fridges. So chill out, and visit our product guarantees pages for more info.
  • We’re all about just being nice and love giving out vouchers! However we reserve the right to cancel orders placed if there has been misuse of a voucher or unsolicited voucher use.
  • To avoid any ‘orchid’ moments, please ensure that all recipient names and card messages are spelt correctly. We print messages and names exactly as provided by you and want everything about your gift to be perfect!
  • No exchanges or returns on non-personalised clothing are permittable, so be sure to find the perfect fit and don't turn back!
  • For security reasons, NetFlorist may send an SMS to the recipient before delivery to let them know to expect something special.
  • Please note: All bakery cakes will arrive frozen to semi-frozen, but will be just as delectable as promised!

Payments/Refunds:

  • You know what they say, money talks. Any payment above R500, paid by direct deposit, has to reflect in NetFlorist’s account before an order can be released. This may affect the delivery date you have chosen. In order to prevent any unwanted delays, we recommend payment via credit card or EFT Pro.
  • We require proof of payment before an order can be released. This means that you need to personally email your proof of payment to us at [email protected]. This is because your happiness is our priority, and emails sent through the bank may take longer to arrive.
  • With so many Johns, Pauls, Stevens and Ryans in the world, please excuse us if you’re asked to send through a copy of your I.D and or credit card. We’re just making sure that nobody’s stolen your identity.
  • Once processed by us, all refunds will take between three to ten working days to reflect into the account the original payment was made from.
  • Due to inter-bank processes, this may occasionally be a day or 2 later but we’ve earmarked this as urgent with our service provider.
  • Because they purchased the gift, refunds can only be given to the account holder (sender) and not the recipient of said gift.
  • Refunds will reflect on the bank statement under the date that the purchase was made.

Delivery

  • Because each day is unique and we can never predict what awaits us, we unfortunately can't guarantee delivery times. We understand that hours may turn to days when you’re waiting to make their day, so we ask for your patience with each delivery!
  • Two surprises are so much better than one, so if you’ve ordered more than one item for someone special, we may deliver each item separately.
  • If our drivers need to take a road trip to get to the door of your choice, we may charge an additional delivery fee if it is outside of our normal delivery range.
  • Our deliveries will take place from 7 am until 7 pm from Monday to Friday, from 8 am until 4 pm on Saturdays and from 9 am until 2 pm on Sundays. We will, however, try our best to prioritise business deliveries according to standard weekday business hours.
  • If you're a procrastinator and your order is placed after 12 pm for sameday delivery, the delivery will take place between 1 pm and 7 pm.
  • If you place an order for sameday delivery in the morning, your order will go out in the afternoon that same day. This is to give us enough time to prepare your gift beautifully, and because our drivers only collect gifts twice a day; once first thing in the morning and again at lunchtime.
  • To ensure sameday delivery, please send your proof of payment to us before 12 pm that same day.
  • We’re all about sharing and unexpected surprises, but because we like to make the day of the correct recipient and not any old Johan, Thabo, Mary or Rani, we unfortunately can’t leave deliveries unattended at the recipient’s front door. We will, however, try our best to deliver at reception, receiving, security or a neighbour if they aren’t available.
  • Our normal delivery procedure is to give the recipient a call when we are at or near the specified address. If we can’t get hold of the recipient, we’ll call the sender. If we can’t get hold of the recipient or the sender, we reserve the right to re-attempt delivery at a later stage.
  • Because we’ve got to put petal to the metal to ensure all our deliveries are made on time, our drivers are only able to wait for a recipient for a limited amount of time.
  • Our standard delivery fee is R89.95.
  • Although seldom charged, we do reserve the right to charge a 15% handling fee plus delivery if the address provided is incorrect or incomplete, if you’ve changed your mind and wish to cancel or change your order when the gift has already left our warehouse, or if the recipient needs to exchange the item for something else.
  • If your recipient lives somewhere far away and exotic that falls into our extended areas list, the delivery may take between one and two extra days to be delivered.
  • If we have to reattempt your delivery more than twice, we may charge you a handling fee of 15% plus delivery.
  • Our Premium Pre 1 delivery is currently only available for floral gifts delivered in JHB, CPT, DBN and PTA.
  • The Premium Pre 1 delivery slot only applies to the first delivery attempt. If the recipient is unavailable, normal re-delivery procedures will apply.
  • If the sender or recipient is off jet setting or are only visiting our beautiful country and therefore have an international number, we cannot be held liable for late delivery if we are unable to reach them.
  • Unfortunately, we can’t leave deliveries unattended at the recipient’s front door. We will, however, try our best to deliver at reception, receiving, security or a neighbour if they aren’t available.

Personalised Gifts (including Activewear and Apparel or Jewellery):

  • You know them best! Therefore, it is the customer’s responsibility to select the correct model, size and colour of the gift.
  • Not every size fits all! Therefore, it is the customer’s responsibility to ensure the correct clothing and apparel size is chosen based on the provided sizing chart, so if you want to knock their socks off, make sure they’re the correct size! Please ensure that the correct clothing and apparel size is chosen based on the provided sizing chart.
  • Forgot how to spell their name? Remember, it is the customer’s responsibility to ensure the correct personalisation information is given to NetFlorist. This includes any names, surnames, messages and photos.
  • Cancellation of personalised orders that have already been sent for production: in the event that the personalisation process has already been completed, you will only be offered a 50% refund.
  • In the event that the order has not already shipped from our production facility: Because we understand that mistakes happen, if the customer has incorrectly entered the personalisation, NetFlorist will charge 50% reproduction charge to produce a replacement.
  • In the event that the order has already shipped from our production facility: if the customer has incorrectly entered the personalisation information, NetFlorist will charge 50% reproduction charge to produce a replacement, in addition to a collection and redelivery fee. So, make super-duper sure that you enter the correct information!
  • Before you pour your heart out to someone special, remember, only certain elements of a gift can be personalised. These elements include the name, date, message or photo. Products are only personalised as indicated under the ‘Personalise This Item’ tab. All other parts of the gift will arrive as shown in the image and cannot be altered. Name, date and message personalisation are subject to character limitations which means you’ll have to keep the love short and sweet. It is the customer’s responsibility to ensure that their personalisation is within the character limit. Remember, a short message can just be as heart-warming as a long one!

The Bakery at NetFlorist:

  • Because all our yummies are freshly baked every morning, we can’t allow any changes or cancellations to your order unless they are made 48 hours prior to delivery. If cancellation is requested after delivery takes place, you will be charged a 50% handling fee plus collection equal to delivery fee.
  • If upon receiving a gift from the Bakery at NetFlorist, you or that special someone is not 100% satisfied, let our customer service team know within 24 hours (due to its perishable nature) and we will gladly collect and replace it at our expense or collect it and provide you with a refund.

Changing or Editing Personalised Bakery Orders:

  • Changes can be made at zero cost prior to personalisation production being completed.
  • If changes are requested after personalisation production has been completed, the customer will be charged a 50% change/cancellation fee.

Made to Order Items:

  • Cancellation of engraved, laser-cut or print made to order items that have already been sent for production: In the event that our flower fairies and gift gurus have already completed the production, you will only be offered a 50% refund.
  • NetFlorist will charge 50% reproduction charge to produce a replacement.

Perfumes:

  • All perfumes and/or colognes listed on the NetFlorist site are 100% genuine and have been legally acquired. However, certain fragrances, as individually stated, may have been imported without consent from the Intellectual Property right owner. Due to this, parallel imports will not carry any guarantees or warranties from the registered owner of the trademark.

Ownership and Copyright:

  • Our lawyers inform us the contents of NetFlorist, including any material, information, data, software, icons, text, graphics, layouts, images, sound clips, advertisements, video clips, trade names, logos, trade-marks, designs, photos and service marks which are displayed on or incorporated in the website are protected by law, including but not limited to copyright and trademark law. The website content is the property of NetFlorist, its advertisers and/or sponsors and/or is licensed to NetFlorist.
  • You will not acquire any right, title or interest in or to the Website or the Website Content.
  • Any use, distribution or reproduction of the Website Content is prohibited unless expressly authorised in terms of these Terms and Conditions or otherwise provided for in law. We’d rather see you happy, not in court!

Coupons and Voucher:

  • It is super important to check the expiry dates on coupons, as you don’t want to miss out on a good deal!
  • Each coupon is valid for only one purchase session and only one coupon may be redeemed per person, per transaction.
  • Vouchers and/or coupons aren’t redeemable with any promotions.
  • No “change” is given on any coupons and they aren’t transferable for cash.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.

NetFlorist has five different types of coupons:

1. Complimentary Coupons
  • These are not redeemable on certain products, experiences, jewellery, perfume or any special offers.
  • A minimum spend will apply to all complimentary coupons. This will be printed on your coupon.

2. Purchased Coupons:
  • These coupons can be redeemed for any product on our site.
  • These coupons have no minimum spend unless specified on the coupon.

3. Compensation Coupons:
  • These coupons may not be redeemed on special offers.

4. Social Media Coupons: R50 off Coupon
  • Value: R50
  • Minimum spend of R350 applies.
  • Valid for only one purchase session, only one coupon redeemable per person, per transaction.
  • Coupon not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the coupon or unsolicited coupon use.
  • This coupon isn't redeemable on Fresh Produce.

5. Social Media Coupons: R150 off Coupon
  • Value: R150
  • Minimum spend of R400 applies.
  • Valid for only one purchase session, only one coupon redeemable per person, per transaction.
  • Coupon not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the coupon or unsolicited coupon use.
  • This coupon isn't redeemable on Fresh Produce.

Social Media:

  • We reserve the right to remove any posts from any of our social media pages as we do not tolerate discrimination or prejudice. This means any cyber-bulling, or unsavoury remarks will be taken down. Remember to Just Be Nice!
  • We reserve the right to remove any comments from our paid adverts on any social media sites.
  • All winners for social media competitions are chosen at our discretion.
  • We try our best to reply to any queries on our social media sites as quickly as possible between 6 am and 3 pm on weekdays. For any urgent queries outside of these hours, please contact the call centre.

Fresh Produce:

  • Available for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • While some foods tend to have violent streaks and come out looking a tad bruised, if you're not 100% satisfied with the quality of your fresh food delivery, please email us at [email protected].
  • Due to health and hygiene reasons, no exchanges, replacements or returns on fresh produce are permittable.
  • Don't need your fruit and vegetables anymore? While we think your Dr may beg to differ, we'll (sadly) cancel your order provided you've cancelled it at least 25 hours prior to your selected delivery date.
  • No vouchers are redeemable on any fresh produce or grocery items.
  • All our staff are sanitising upon entry, exit and at hourly intervals.
  • Our drivers are sanitising before touching your product, as well as offering sanitiser to you or your loved one, after having received the product.
  • To minimise contact, our drivers will ask your recipients if they can leave their fresh produce at the door, reception or table.
  • Our delivery vehicles and all other ‘high touch’ point surfaces are being sanitised regularly.
  • Your recipient will not have to sign for their delivery, our driver will do this on their behalf.
  • Something wrong with your fresh produce? Let us know within the first 24 hours of receiving the delivery and we'll be happy to assist you.

Groceries:

  • Available for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • Due to health and hygiene reasons, no exchanges, returns or replacements on grocery items are permittable.
  • Should an expired grocery item be delivered, we'll gladly provide a full refund or voucher for that item.
  • Should you wish to cancel your grocery order, we’ll (sadly) cancel your order provided you’ve cancelled it at least 25 hours prior to your selected delivery date.
  • If the incorrect grocery item is delivered, we'll either collect and replace the item or issue a full refund.
  • You will be liable for a re-delivery fee as well as the cost of any perishable items upon the second delivery.

Exclusive Floral Specials:
  • Just like seasonal blooms, our exclusive floral specials are only valid for a short period of time and are subject to stock availability.
  • No coupons and/or vouchers may be redeemed on exclusive floral specials.
  • Exclusive floral specials are only for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • Exclusive specials can only be purchased online, while stocks last.

Emails:

  • NetFlorist sends several e-mails to separate mailing lists (NetFlorist, NetJewel and an occasion-specific list). If you wish to unsubscribe from all NetFlorist e-mails, please ensure that you unsubscribe from each mailing list by clicking ‘Unsubscribe’ at the bottom of each e-mail. Alternatively, you can contact our call centre at 0861 300 600 or 087 135 0005 to assist you with unsubscribing. We’ll miss you!
  • Just like seasonal blooms, our exclusive floral specials are only valid for a short period of time and are subject to stock availability.

Hellobar OC Voucher:

  • Voucher entitles you to 10% off your next purchase.
  • Minimum spend of R400 applies.
  • Voucher is valid until 31 August 2020.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • It's the responsibility of the customer to make note of their given voucher code.
  • This voucher isn't redeemable on Fresh Produce.

SweepSouth Tier Rewards:

Tier 1:
  • Voucher is valid until 30 April 2020.
  • Voucher entitles you to R100 off all NetFlorist orders.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • Minimum spend of R350 applies.
  • This voucher isn't redeemable on Fresh Produce.
Tier 2:
  • Voucher is valid until 30 April 2020.
  • Voucher entitles you to R50 off all NetFlorist orders.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • Minimum spend of R350 applies.
  • This voucher isn't redeemable on Fresh Produce.
Tier 3:
  • Voucher is valid until 30 April 2020.
  • Voucher entitles you to 15% off all NetFlorist orders.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • Minimum spend of R350 applies.
  • This voucher isn't redeemable on Fresh Produce.

SweepSouth Rewards:

  • Voucher is valid from 1 April 2020 to 30 April 2020.
  • Voucher entitles you to 10% off all NetFlorist orders, sitewide.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • Minimum spend of R299.95 applies.
  • This voucher isn't redeemable on Fresh Produce.

Mother's Day Affiliates Voucher:

  • Voucher entitles you to R100 off all Mother's Day gifts.
  • Minimum spend of R450 applies.
  • Voucher is valid until 5 May 2020.
  • Must order for delivery between 7-11 May 2020.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • It's the responsibility of the customer to make note of their given voucher code.
  • This voucher isn't redeemable on Fresh Produce.

Mother's Day Voucher Offer:

  • Voucher entitles you to R100 off all Mother's Day gifts.
  • Minimum spend of R450 applies.
  • Voucher is valid until the end of 5 May 2020.
  • Must order for delivery between 7-11 May 2020.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • We reserve the right to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • It's the responsibility of the customer to make note of their given voucher code.
  • This voucher isn't redeemable on Fresh Produce or grocery items.

Limited Stock:

  • Due to limited stock availability during Covid-19, our packaging may vary from the images depicted.

Flower & Plants Availability:

  • Due to the closure of the entire flowers/plants and horticulture industry during lockdown – this may impact our availability of flowers & plants from our flower partners. 
  • We request your understanding during this time and assure you that any substitutions will be of equal or greater value.

Alcohol T's & C's:

  • Your safety is our first concern. Please don’t accept your delivery if the seal is broken.
  • We’re all about being nice and putting you first. On that note, please break the seal and check the contents of your delivery in the presence of the driver to see if everything is in tip-top standard.
  • If there are any discrepancies with your delivery, it must be recorded on the driver’s delivery sheet in your presence so we can redeliver or refund your order as appropriate.

Father's Day T's & C's:

  • The first 2000 orders get a free Ferrero Collection tray valued at R169.
  • Minimum spend of R350 applies.
  • You must order from the Father's Day range for delivery between 18-22 June 2020.


Need to know more? Visit our product guarantees for further information on our gifts and services.
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